FORTNA partners with the world's leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services.
At FORTNA, we believe in fostering a workplace that isn't just a job but a movement - a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach.
POSITION SUMMARY
The Customer Support Coordinator (CSC) is responsible for the management of customer accounts, focusing on customer satisfaction throughout the lifecycle of the project. The CSC will become the primary contact for customers and will work diligently to maximize uptime and proactively identify potential problems. This is done through active monitoring of cases opened by the Technical Support team along with regular communication with the customer.
PRIMARY RESPONSIBLITIES INCLUDE:
Utilize Salesforce to manage key account data, opportunities, support cases, and relevant notes
Lead customer orientation sessions, educating customers on company processes and procedures
Design and create ad-hoc reporting and analysis
Identify, collect, and report on key performance indicators that are meaningful and relevant to the customer's needs
Analyze and manage quantitative and qualitative customer metrics (e.g. renewal rates, customer satisfaction scores, and product support effectiveness)
Improve the customer's satisfaction with the company's efforts to correct urgent issues and reduce operational downtime
Deliver detailed root cause analysis to the customer following production-impacting issues
Communicate information to key internal stakeholders in order to maximize customer retention, revenue, and profitability
Complete regular monitoring of Salesforce cases and proactively contact Technical Support team members to ensure prompt case management
Ensure meetings with customers are setup on a regular cadence and stated concerns are appropriately actioned
Work with the Project Management Office and/or LPS to facilitate the handover of new customer projects to the Technical Support team
Work with LPS leadership to develop, deploy, maintain, and/or assess best practices, policies, procedures, delegation of authorities, key performance indicators, key contracts, and other operational processes as needed
REQUIRED QUALIFICATIONS:
Bachelor's degree (or international equivalent)
Proven can-do attitude is a must
Experienced professional with expertise in building and fostering positive relationships
Equally comfortable communicating and partnering with peers or senior-level executives, both internally and externally
Proven track record of successfully developing and executing key initiatives and strategies, and delivering superior results in both the short and long term
Strong organizational and time-management skills with the ability to multitask efficiently and effectively to manage competing priorities
Passion for learning new technology and improving existing processes
Outstanding technical writing skills, including excellent attention to detail
Experience creating and using reports to identify trends and anticipate customer needs
Ability to perform essential functions of the job
Ability to travel, up to 20% - primarily domestic with the possibility of international travel; however, this could change based on company's impending business needs
DESIRED QUALIFICATIONS:
Master's degree (or international equivalent)
Experience in supply chain industry
Proficiency in Salesforce CRM software
WORKING CONDITIONS
When duties are performed in a typical office environment, extended periods of sitting at a desk and viewing a computer screen will be required. Also required is the ability to talk and hear, in person and by telephone; use of hands to handle, feel, or operate standard office equipment; and ability to reach with hands and arms. Associates are frequently required to walk and stand. The noise level in this work environment is usually quiet. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
When travelling to Client sites, essential requirements of this position may require physical presence in various environments and locations. Physical stamina may be required for prolonged standing, bending, stooping, and/or working in cramped quarters. Exposure to potentially dangerous tools and equipment amidst a variety of building materials is probable, as is occasional exposure to moving mechanical parts. The noise level in the work environment can vary from being relatively quiet, to moderate, to excessive. Safety shoes or boots may be required in certain situations. Additional safety clothing including gloves, hardhats, and devices to protect eyes, mouth, or hearing, will be worn as necessary.
This position description should not be considered all-inclusive.
The base salary range for this role is $64,200 to $96,300. This base salary range represents the low and high end of the base salary range for this position. Actual base salary offered will vary based on various factors including but not limited to location, level, job-related knowledge, skills, experience, and performance.
This job description describes the general nature and level of work expected of a person assigned to this position. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Employees may be required to perform any other job-related duties as requested by their supervisor.
It is the policy of FORTNA and its affiliated companies to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, pregnancy or pregnancy-related condition, status with regard to public assistance, veteran status, citizenship status (if authorized to work in the U.S.), or any other characteristic protected by federal, state or local law. In addition, FORTNA will provide reasonable accommodations for qualified individuals with disabilities.
